Salesforce service cloud
Salesforce service cloud
Salesforce service cloud
The Challenge
The customer service operations of a global call centre were facing multiple challenges. The high volume of customer inquiries and requests made it difficult for call centre agents to keep up, leading to prolonged wait times and an unsatisfactory customer experience. The legacy process and system of managing customer data and service requests were prone to errors and time-consuming, which resulted in delayed response times and reduced customer satisfaction. In addition, the complexity of processes and regulations in each region, owing to the company's global presence, added to the difficulties.
  • Our team played a key role in the implementation of Salesforce Service Cloud to streamline the call centre operations of the company. By leveraging the platform's capabilities such as case management, knowledge management, and omnichannel routing, the company was able to enhance the quality of service and customer satisfaction.
  • With Service Cloud, the company established a unified system to store all customer data and service requests. The case management feature allowed the company to track and manage all customer inquiries and requests in a single location, giving call centre agents a comprehensive view of the customer's history and interactions. As a result, agents were able to resolve issues more efficiently, leading to an improved customer experience.
  • Additionally, Service Cloud's knowledge management feature enabled the company to develop a centralized knowledge base for its call centre agents. Agents could easily access articles, FAQs, and other resources to assist them in resolving customer issues more accurately and quickly, resulting in improved service quality and reduced resolution times.
  • The omnichannel routing feature of Service Cloud enabled the company to route customer inquiries and requests to the appropriate agent or team, regardless of the channel used by the customer (e.g., phone, email, chat). This helped the company to streamline its call centre operations and reduce wait times for customers, enhancing the overall efficiency of the process.


By implementing Salesforce Service Cloud, the Call Centre achieved higher operational efficiency and increased customer satisfaction. As a result of using the platform, the company was able to realize a 30% reduction in average handle time, a 20% increase in first contact resolution rate, a 15% increase in customer satisfaction score, and a 25% increase in agent productivity.

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